Customer Operations - Customer Operations Specialist

Position Scope/Summary:

The Customer Operations Specialist performs customer service activities for internal and external customers. This person will be technically knowledgeable of the site's products, services and local processes and be able to use that understanding to provide solutions to customer requirements. This position will ensure advocacy for the customer and work closely with Operations, Planning, Engineering, Quality, Customer Success and Sales to provide solutions that fulfil our customers' needs with speed, accuracy, and exceptional communication. This position will be responsible for executing standard and repeat quoting for the site as well as order management for "factory direct" customers, interacting directly with their assigned "factory direct" customers as appropriate.

Accountabilities & Responsibilities:

• Adheres to all safety, environmental, security and quality requirements including, but not limited to: Quality Management Systems (QMS), Safety, Environmental and Security Management Systems, U.S. Food and Drug Administration (FDA) regulations, company policies and operating procedures, and other regulatory requirements.
• Champion the voice of the customer as appropriate within the site
• Instill customer advocacy during interactions with peers and facility personnel.
• Partner with Customers, Sales and Customer Service organizations to meet customer requirements and grow sales
• Develop and foster customer relationships by working directly with Factory Direct customers and partnering with Sales and Customer Service for Strategic and multi-site customers.
• Communicate with customers and other Viant functions (Sales, Customer Service) to fully understand customer requirements.
• Ensure that all customer contractual obligations are implemented and maintained as required.
• Provide input for Quarterly Business Reviews and participate as required.
• Provide information and input to the annual and monthly forecasting process, including reconciliation to the monthly facility forecast.
• Execute contract review for order entry process at the site level.
• Support intercompany quoting and order entry process between sites.
• Execute Customer Operations processes accurately and within established timeframes.
• Execute contract review for order entry process at the site level.
• Work with site planning and Operations to establish and communicate standard product lead times.
• Work with facility personnel (Planning, Operations and Purchasing) to meet customer requests for items such as order expedites and change requests.
• Communicate and monitor plans for expedite requests and recovery plans to Sales, CSR's, Customers and Operations as required to meet commitments.
• Execute quotation process for repeat and standard products.
• Support the Technical Solutions group for New Product quotations.
• Work together with Customer Operations team to achieve sales and key metric performance goals.
• Collaborate with Customer Operations team and facility personnel to deliver on key metrics including order acknowledgement cycle time and quote cycle time.
• Work with the Customer Operations Team members to identify process improvement opportunities to better serve customers.
• Support and participate in the lean manufacturing cultural change to drive out waste in manufacturing processes.
• Customer call point of contact for site level issue resolution.
• Prepare and arrange customer visits, business reviews, and audits at the manufacturing sites.
• Coordinate the finished good item configuration to ensure revision, price, and specifications are accurate.
• Performs other duties as required.

Position Requirements:

• Minimum Education: Bachelor's degree in business or a related field
• Minimum Experience: 5+ years of experience in medical device or related field

Knowledge & Skills:

• Sales and service acumen.
• Medical device manufacturing experience preferred.
• Experience reading and understanding design drawings and specifications preferred.
• Ability to communicate effectively across the organization throughout all levels both verbally and written.
• Ability to work independently as well as within a team.
• Demonstrated ability to be organized and adaptable to meet business deadlines in a dynamic environment.
• Customer focused, highly organized and able to manage multiple tasks simultaneously.
• Extreme responsiveness and resilient.
• Good problem solving skills.
• Strong computer skills (Microsoft Office products).
• Experience with Oracle and/or JDE is a plus

Environmental Working Conditions:

N/A

It is impossible to list every requirement for, or responsibility of, any position. Similarly we cannot identify all the skills a position may require since job responsibilities and the Company's needs may change over time. Therefore, the above job description is not comprehensive or exhaustive. The Company reserves the right to adjust, add to or eliminate any aspect of the above description. The Company also retains the right to require all employees to undertake additional or different job responsibilities when necessary to meet business needs.

The associate must successfully complete the general RCRA Awareness training through the onboarding training process upon their start at Viant followed by an annual refresher. If the associate changes their position or begins to handle larger quantities of chemical waste (Above 20 gals) at a time, additional training will be required.